T-Mobile USA, Inc.,(metropcs)
Full Time Internal Only *Please note that this opening is currently reserved for TEX Account\/Tech Care or TEX Sr Expert employees on Micah's team ONLY. You must be on Micah's team to apply to this specific posting. Direct any questions to Micah or your Coach. Messaging Experts work as part of a Team of Experts to astound customers with effective resolution, proactive account management, and customer education. While Messaging Experts will resolve customer inquiries primarily via the Messaging platfrom, they may also interact with customers via the phone and other written channels for T-Mobile customers and third party partners. They determine and resolve root causes to customer concerns and inquiries, identify appropriate revenue and service enhancement opportunities, and explore customer needs to develop loyal and profitable customers, including payment arrangements and other collections activities, when appropriate. Experts have demonstrated a level of skill and competency that allows them to achieve the goals of their position with normal supervision while demonstrating world-class skills in courtesy, concern, timely resolution, relationship building, and knowledge of the processes and products associated with their role. This postion requires strong written and interpersonal skills. STUFF WE'LL TRUST YOU WITH YOUR RESPONSIBILITIES Enterprise Core CompetenciesRequires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership. Essential Functions Owns and resolves issues that start in Messaging. Builds customer loyalty through timely and effective resolution. Increases revenue through the execution of various sales initiatives. Uses resource documentation for reference, automated and training tools provided and uses other LOB for support where necessary to deliver exceptional customer service. Resolve customer issues by making outbound calls when there is data involved that cannot be shared via Messaging Meets department productivity and quality standards. Appropriately disburses adjustments and account credits in accordance with T-Mobile policy. Accepts inbound and places outbound calls from customers when Messaging customer wishes to reach them via call. Completes training requirements to stay current on existing and new systems and products, to grow skills, and to maintain proficiency on company values and organizational requirements. STUFF YOU TELL PEOPLE AT PARTIES YOUR QUALIFICATIONS Effective written and verbal communication skills with proven ability to write clear, concise, and accurate messages for a variety of audiences while adhering to an established style One year experience in a call center environment, or comparable customer service experience. Demonstrated competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems. Demonstrated competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, T-Community, VASA, QuikView, and Microsoft Outlook. Uses extreme discretion when handling confidential and\/or proprietary information. Effective analytical, critical thinking and problem-solving skills. Ability to produce in a fast-paced, high-volume, environment Must be comfortable with online public presenceHeadshot required (fun, branded)Use of first name publiclyShort, general bio information shared publicly Desired Experience in providing customer service in writing with a variety of written communication tools preferred Call center and wireless experience a plus. Ability to develop in-depth knowledge of assigned functional areas Eligiblity Must be an Expert or Above within Micah Adams TEX Community to apply. Meet job qualifications and be in good standing. Able to attend 1 week of training anytime between March 11th and March 31st.
T-Mobile USA, Inc.,(metropcs)
Website : http://www.metropcs.com
We announced that MetroPCS and T-Mobile have officially joined forces. We believe things are only going to get better for you as we aim to provide you with more phone choices, more value and more coverage and resources now that we have combined MetroPCS and T-Mobile.